COMPLAINTS PROCEDURE

Northstar Travel Group - Customer Complaints Procedure

There are three ways to raise a complaint with us at Northstar Travel Group:

• You can write to us at Customer Services, Northstar Travel Group, 2nd floor, New London House, 172 Drury Lane, London WC2B 5QR

• Email us at: hellomarketing@ntmllc.com with the subject line: Complaint

• Fill in the form below which will then be sent through to our team

We discourage face to face complaints at our live events to ensure your complaint is handled in a professional manner. Our written complaints procedure allows you time to outline your complaint and allows us the time to investigate and respond in an appropriate manner within a reasonable timeframe.

We have a mix of temporary and permanent staff at the event, and most of these colleagues will not have the information or training required to deal with your complaint in a satisfactory way.

What happens when you make a complaint?

Once we have received your complaint, we will respond to you as quickly as possible, looking to resolve it in a fair manner. Depending on the complaint, we would expect to have responded within 14 working days of receipt.

If you are not satisfied with the response you receive from our dedicated Customer Services team, you can notify us and we will escalate the matter to Northstar’s Senior Management.